6.4 Active listening

In order to support a client, you need to understand what their situation is and the help they need. Once you have established a positive welcome, it is important to actively listen to the client as they explain why they have come to see you.

Activity 6

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Repeating and summarising what you have heard is a key skill and should be done whenever the client has given you information. This is important to ensure you have not misunderstood what is being said and that the client has an opportunity to correct any misunderstandings. It can also sometimes help the client to correct something they have said that they might wish to change when they hear it said back to them.

Did you know?

You can find out more about active listening and good practice when getting information from clients in section 4 of the Writing Statements [Tip: hold Ctrl and click a link to open it in a new tab. (Hide tip)]   module.

6.3 Structuring your client interaction

6.5 Concluding session – return responsibility to the client